Notifications

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Description

Email notification preferences for non-primary devices (channels) are not enabled automatically as on the primary device

Problem

When a notification is sent to a secondary notification devices like Push, Voice, SMS or additional emails, the secondary devices do not receive the notification if it is not explicitly selected on the user notification preferences.

Symptoms

You are facing this issue if:

Users are complaining they are not receiving notifications, for example, Push, Voice or SMS messages.

Users have more than one device enabled and they receive notifications only on the primary device.

Users stop receiving notifications when new notifications are added to the instance on the non-primary devices.

Cause

Email Notifications validate recipients against the cmn_notif_message table. All matching records for the notification for that user will receive it. If the user does not have a record in the table, records are created on the table only for the primary devices. Without a cmn_notif_message record, users will not receive a notification on the device.

Warning: Secondary devices do not receive notifications automatically. The notifications must be selected manually.

The following figure shows that when a notification is sent, only the primary device (channel) is created on the cmn_notif_message table.